IT Manager, Client Services

The Surrey School District respectfully acknowledges that our schools reside on the traditional, unceded, and shared territories of Coast Salish peoples : The q íc y - Katzie, the qwa : nn - Kwantlen and the SEMYOME - Semiahmoo First Nations, who have been stewards of this land since time immemorial.

Surrey Schools is the largest BC school district and the second-largest employer in Surrey. We're proud recipients of BC Top Employers and Canada's Greenest Employer awards.

Surrey Schools provides quality education to over 82,000 students with 124 schools sites and a variety of other learning facilities, offering a broad range of innovative programs and services to support the learning of our students.

The Surrey School District team of approximately 13,000 employees works tirelessly every day to ensure that children are getting the best start they can, providing the preparation to be our leaders of tomorrow.

Our Commitment :

Providing quality education extends beyond academic excellence; we are committed to creating and cultivating diverse, inclusive, and barrier-free environments for all applicants, employees, students, and their families.

Diversity, Equity, and Inclusion & Values :

Our identity, as Surrey Schools, is expressed in the shared values of openness, fairness and belonging and recognizes the importance of diversity of identity and thought.

We are an equal opportunity employer and welcome applicants from all backgrounds. We are committed to removing barriers and creating a workplace where everyone, regardless of their background, feels empowered to contribute their best.

Join us in our mission to provide the best start for children, preparing them to be the leaders of tomorrow. If you are passionate about education, diversity, and making a positive impact, we invite you to explore opportunities with Surrey Schools.

Job Summary

Reporting to the Executive Director IT, the IT Manager of Client Services is responsible for managing the IT department staff and ensuring that district information and communications technology solutions are created, delivered, operated, supported, and maintained.

This includes all mission-critical applications to support staff, students, and their parents, as well as numerous external relationships.

The role involves leading and developing staff members, planning, budget management, operational management, technology solutions development, client services, and technical program implementation.

Responsibilities

Manage IT client services delivery using industry best practices. This involves overseeing support teams and applying leadership skills to ensure the successful implementation of IT services and solutions.

Responsible for Service Desk and call centre management, client communication & district reporting, Incident Management (IM), Service Response (SR), Problem Management (PM), and Change Management (CM).

Strategic planning, endpoints (Mac, PC, iOS), SCCM, Intune, MS endpoint management (MECM), Jamf, Software evaluation processes, Network (HP-Aruba wired & wireless), LAN, WAN, firewalls (Palo Alto), Data Centre, Anti-Virus (Sophos, Windows), Telephony (Avaya).

Forecast capital expenses due to district growth, aging assets, and technological change. Set and adjust technology life cycles such as onboarding, maintenance, and sun-setting equipment and services.

Provide day-to-day reactive remote and onsite support, troubleshooting and root cause analysis, technology deployment, re-imaging, client communications, and reporting.

Provide consulting and solution development services for district / departments / schools to solve business needs and reduce the total cost of ownership.

Design, implement, and maintain a mission-critical Disaster Recovery Plan (DRP).

Forecast operational requirements and manage recruitment, interviewing, hiring, and onboarding of staff.

Provide leadership for unionized staff including direction, work assignment, authorization of overtime / vacation / leaves, discipline, corrective action, performance reviews, and termination.

Design and implement strategies to assess and mitigate risk, safeguarding the district and its assets.

Develop, implement, and maintain security processes and policies, ensuring compliance with local, national, and global regulations.

Manage internal and external investigations involving technology.

Oversee a comprehensive service delivery and management platform supporting staff, students, and district schools and offices.

Responsible for managing client relationships through in-depth knowledge of customer needs and timely response.

Manage contracts and service agreements. Conduct annual performance reviews of critical systems and personnel to provide continual service improvements.

Responsible for a multi-million dollar department budget including administering and monitoring department operating and project budgets, developing and managing budget enhancement requests, and creating technology budgets for new schools and district sites.

Build RFPs and RFQs to maximize value for product and service procurement.

Approve department acquisitions including budget review, requisition authorization, and invoice review / authorization.

Sponsor IT projects working with both internal and external staff by setting and monitoring project goals and scope, providing technical direction, guidance, recommendations, and support to staff.

Participate in various committees and working groups such as the Executive Committee, Digital Resource Approval Committee, Privacy / Consents Working Group, ERP Planning Committee, Cyber Security Awareness Advisory Team, District Emergency Management Working Group, and various governance and project steering committees.

QUALIFICATIONS

Education & Experience

A bachelor's degree in a relevant discipline such as Computer Science or Technology and a minimum of 7-10 years of varied management and technology experience in a unionized, public educational environment.

An equivalent combination of education and experience will be considered.

Relevant certifications such as Project Management Institute (PMI) and IT Service Management (ITIL).

Knowledge, Skills, Abilities

Excellent interpersonal, verbal, and written communication skills with the ability to communicate and build trust with a variety of key partners.

Inspires and empowers teams through effective motivational strategies, fostering a culture of high engagement and achievement.

Commitment to inclusion and belonging and building a caring and respectful workplace.

Effective critical thinking, decision-making, and problem resolution skills.

Leadership experience with the ability to motivate and develop a team through mentorship and coaching.

Acts with accountability, responsibility, and transparency in the use of public funds.

Ability to influence and lead change.

Proficiency using MS Office (Word, Excel, PowerPoint, Outlook).

Ability to exercise tact and discretion and maintain a calm, courteous approach to sensitive interpersonal situations.

Ability to work under pressure in a high-volume work environment and manage competing priorities and demands.

Knowledge of enterprise and cloud technologies, networking technologies, data center technologies, computer platforms, and both Apple and PC technologies.

What we're offering

Comprehensive Benefits Package

• Extended Medical, Vision and Dental
• Life Insurance, Short-Term and Long-Term Disability
• Employee Family Assistance Program
• Municipal Pension

13 Paid Holidays, plus Sick & Vacation Time

Onsite Fitness Room in the Surrey Head Office

Supportive workplace with a positive and productive work environment. Feel a sense of security and safety to act, speak, and reflect who you are

The salary range for this position is $123,865 to $154,831 per year with comprehensive benefits package and Municipal Pension.

Placement in the salary range is determined by an assessment of qualifications and ability to meet the key requirements of the job, and consideration of internal equity comparisons.

The midpoint of the range represents an employee that possesses full job knowledge, qualifications, and experience for the position.

Qualified applicants can apply by clicking the "apply" button to the right of the posting. The closing date for this position is December 5, 2024 at 4 : 00pm.

Note : Successful applicants will be required to consent to a Criminal Records Search prior to employment. Only those applicants selected for interviews will be contacted.

To all others, thank you for your interest.